Incompetent store - includes my email to customer relations

General tips: send it in letter form and don't include an e-mail address, because then they have to write back to you and you stand more chance of getting something from them. Never make it seem as if you're not going to return there anyway, but make it clear that you're unsure because then they're more likely to give you vouchers in order to persuade you. And always, always, always stress and exaggerate how unhappy you are with your experience, so something like this:



EDIT: Oh, I've seen you actually have a name - put that in instead of a description, so "... I requested that Jane Doe, who was working on the till, split payment..."

I would put something along the lines of "I've been a customer of x for nearly ten years and I have never, ever been treated with this much disrespect." They don't want to lose a customer bringing in lots of cash.

I'm glad people on here understand. I will name and shame the shop in question -

it's GAP

I hope it doesn't look like I invented all the facts - the sequence of events is quite complicated to be invented - I hope they do something. See, I sent the letter t customer relations - should I send a copy to the store itself and name and shame the girl? I'm just a bit worried about doing that, because while I am still fuming, I don't think she deserves to lose her job over it. I am more concerned with my own loss.

That's also a good thing to do - there are elements of it in my draft, but definitely stress this as well. But still, always leave your position as having had your confidence in that shop shaken and wary over returning again, not, "I wouldn't come back if you paid me!" because, if you say that, they already think you're a lost cause and make no effort, whereas they will to keep a customer and stop them from passing around bad experiences (word of mouth is a powerful tool... )

General tips: send it in letter form and don't include an e-mail address, because then they have to write back to you and you stand more chance of getting something from them. Never make it seem as if you're not going to return there anyway, but make it clear that you're unsure because then they're more likely to give you vouchers in order to persuade you. And always, always, always stress and exaggerate how unhappy you are with your experience, so something like this:



Seriously, I've used pretty much this format (it could perhaps do with being shorter, but at the same time you need to describe what happened) and got companies to actually give me money back for things that were my fault, so I know it does work.

Good luck.

EDIT: Oh, I've seen you actually have a name - put that in instead of a description, so "... I requested that Jane Doe, who was working on the till, split payment..."

And I'd always start with sending it to the actual shop, then higher up in the company is nothing is done, or it is not resolved to your satisfaction.

Thank you so much, it's perfect! I've used your template and I'm posting it tomorrow!! I also included my receipts!

You're welcome. Hope it works out to your satisfaction - that really is no way for any shop to behave.

Have you sent in similar letters before? What happened? Did the store manager personally reply?

Is it really worth getting that staff member fired because she made a completely valid mistake and was having a bad day in a very busy, stressful (clearance, I assume) store? You didn't get some trousers! I'm sure it was world-destroying, and worth possibly ruining someone's life for!

*sticks up for my retail mandem*

She won't get fired - she'll just get a telling off.

She won't get fired - she'll just get a telling off.

And you know this how?

Maybe she's got young kids to feed. Maybe she had another complaint on the same day that combined get her fired! Maybe that particular manager is trying to keep the complaints level down.

This is talking from a complete point of neutrality; I don't know if any of that stuff is true. But what I do know is that you not having some trousers and hunting for free gifts from a company at the expense of this woman who was having a bad day at her job during clearance, one of the most stressful times of the year for retail employees just doesn't seem like the right thing to do.

Then maybe she'll learn.

You've never worked in retail then. It's easy to forget that there are humans on both sides of the counter. Funny how you hate people for being on the dole but you also hate people who work hard and have a bad day.

Then maybe she'll learn.

Have you ever worked in retail? This is the first/second day of clearance - it's literally about the most horrible environment to work in. Every customer just wants discounted **** and they don't care about the staff one iota. Every stand is being torn to shreds. The ques at the till are half an hour and EVERY SINGLE CUSTOMER complains.

Now we look at the OP's situation;

The staff member made a mistake about the part charging her card. from then on, how was the staff member to know that the OP had a crappy 'charge card' which she only had £50 on? She went ahead with the refund because the vast majority of card transactions in shops these days are instantaneous with the bank. Meanwhile, behind this woman the que is building to mammoth proportions and she says 'HAS MY CARD REALLY BEEN REJECTED?'. No I was lying to you, it hasn't at all... I think I would turn the screen around on her if I was stressed or tired.

Moving on from that, the staff member will learn? And the above is a good enough reason to end her employment, seriously? It's awfully hard to get a job these days, you're practically guaranteed no chance if you've been fired! Let's face it, OP is just hunting for some free **** from a company that she feels she 'deserves' at the possible expense of someone's livelihood.